A strategy for diversity training: Focusing on empathy in the workplace

Journal of Hospitality and Tourism Research

Volumn 35, Issue 4, 2011, Pages 469-487

  Madera, Juan M ^a   Neal, Jack A ^a   Dawson, Mary ^a  

^a UNIVERSITY OF HOUSTON   (United States)

Author keywords

diversity; experiments; non English speakers; training

Indexed keywords

EID: 79951779332     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348010382240     Document Type: Article

References (59)

1. Adkins C. L.Previous work experience and organizational socialization: A longitudinal examination.Academy of Management Journal. 1995;38:839-862.
2. Anakwe U. P.,Greenhause J. H.Effective socialization of employees: Socialization content perspective.Journal of Managerial Issues. 1999;11:315-329.
3. Andorka F.Diversity task forces meet to set agenda.Hotel and Motel Management. 1997;212:32-36.
4. Aron A.,Aron E. N.,Tudor M.,Nelson G.Close relationships as including other in the self.Journal of Personality and Social Psychology. 1991;60:241-253.
5. Batson C. D.,Batson J. G.,Todd R. M.,Brummett B. H.,Shaw L. L.,Aldeguer C. M. R.Empathy and the collective good: Caring for one of the others in a social dilemma.Journal of Personality and Social Psychology. 1995;68:619-631.
6. Batson C. D.,Chang J.,Orr R.,Rowland J.Empathy, attitudes, and action: Can feeling for a member of a stigmatized group motivate one to help the group?.Personality and Social Psychology Bulletin. 2002;28:1656-1666.
7. Batson C. D.,Early S.,Salvarani G.Perspective Taking: Imagining how another feels versus imagining how you would feel.Personality and Social Psychology Bulletin. 1997;23:751-758.
8. Batson C. D.,Sager K.,Garst E.,Kang M.,Rubchinsky K.,Dawson K.Is empathy-induced helping due to self-other merging?.Journal of Personality and Social Psychology. 1997;73:495-509.
9. Bell M. P.,Kravitz D. A.Academy of Management: Learning & Education. 2008:301-308.
10. Betancourt H.An attribution-empathy model of helping behavior: Behavioral intentions and judgments of help-giving.Personality and Social Psychology Bulletin. 1990;16:573-591.
11. Bureau of Labor Statistics. (2009a). Foreign-born workers: Labor force characteristics in 2008 (USDL Publication No. 09-0303). Washington, DC: Government Printing Office. Retrieved from http://www.bls.gov/news.release/pdf/forbrn.pdf.
12. Bureau of Labor Statistics. (2009b). Workplace injuries and illnesses in 2008 (USDL Publication No. 09-1302). Washington, DC: Government Printing Office. Retrieved from http://www.bls.gov/news.release/pdf/osh.pdf.
13. Castro A. B.,Fujishiro K.,Sweitze E.How immigrant workers experience workplace problems: A qualitative study.Archives of Environmental & Occupational Health. 2006;61:249-298.
14. Cohen J.Statistics a power primer.Psychology Bulletin. 1992;112:155-159.
15. Davis M. H.The effects of dispositional empathy on emotional reactions and helping: A multidimensional approach.Journal of Personality. 1983;51:167-184.
16. De Vignemont F.,Singer T.The empathic brain: How, when and why?.Trends in Cognitive Science. 2006;10:435-441.
17. Dovidio J. F.,ten Vergert M.,Stewart T. L.,Gaertner S. L.,Johnson J. D.,Esses V.,Pearson A. R.Perspective and prejudice: Antecedents and mediating mechanisms.Personality and Social Psychology Bulletin. 2004;30:1537-1549.
18. Dudley M. G.,Mulvey D.Differentiating among outgroups: Predictors of congruent and discordant prejudice.North American Journal of Psychology. 2009;11:143-156.
19. Egan G.The skilled helper: A systematic approach to effective helping. 1990). The skilled helper: A systematic approach to effective helping (4th ed.). Pacific Grove, CA: Brooks-Cole.Pacific Grove, CA: Brooks-Cole; 1990:.
20. Fisher C. D.Research in personnel and human resource management. Rowland K. M.Ferris G. R., ed. Greenwich, CT: JAI Press; 1986:101-145.
21. Galinsky A. D.,Ku G.The effects of perspective-taking on prejudice: The moderating role of self-evaluation.Personality and Social Psychology Bulletin. 2004;30:594-604.
22. Galisnky A. D.,Ku G.,Wang C. S.Perspective-taking and self-other overlap: Fostering social bonds and facilitating social coordination.Group Processes & Intergroup Relations. 2005;8:109-124.
23. Galinsky A. D.,Moskowitz G. B.Perspective-taking: decreasing stereotype expression, stereotype accessibility and ingroup favouritism.Journal of Personality and Social Psychology. 2000;78:708-724.
24. Galvin T.The Twenty-Second Annual Industry Report.Training. 2003;:19-45.
25. Goldberg L. R.,Johnson J. A.,Eber H. W.,Hogan R.,Ashton M. C.,Cloninger C. R.,Gough H. C.The International Personality Item Pool and the future of public-domain personality measures.Journal of Research in Personality. 2006;40:84-96.
26. Hebl M. R.,Madera J. M.,King E. B.Diversity resistance: Manifestation and solutions. Thomas K. M., ed. Mahwah, NJ: Lawrence Erlbaum; 2007:127-150.
27. Hogg M. A.,Abrams D.Social identifications: A social psychology of intergroup relations and group processes. London: Routledge; 1988:.
28. Hogg M. A.,Terry D. J.Social identity and self-categorization processes in organizational contexts.Academy of Management Review. 2000;25:121-140.
29. Jong G. F.,Steinmetz M.Receptivity attitudes and the occupational attainment of male and female immigrant workers.Population Research and Policy Review. 2004;23:91-116.
30. Holladay C. L.,Quiñones M. A.The influence of training focus and trainer characteristics on diversity training effectiveness.Academy of Management Learning and Education. 2008;3:343-354.
31. Kim B. Y.Managing workforce diversity: Developing a learning organization.Journal of Human Resources in Hospitality & Tourism. 2006;5:69-90.
32. Knafo A.,Zahn-Waxler C.,Van Hulle C.,Robinson J.,Rhee S. H.The developmental origins of a disposition toward empathy: Genetic and environmental contributions.Emotion. 2008;8:737-752.
33. Lee C.,Chon K. S.An investigation of multicultural training practices in the restaurant industry: The training cycle approach.International Journal of Contemporary Hospitality Management. 2000;12:126-134.
34. Levine T. R.,Hullett C. R.Eta squared, partial eta squared, and misreporting of effect size in communication research.Human Communication Research. 2002;28:612-625.
35. Lindemann S.Listening with an attitude: A model of native-speakers comprehension of non-native speakers in the United States.Language in Society. 2002;31:419-441.
36. Lindemann S.Who speaks "broken English"? US undergraduates' perceptions of non-native English.International Journal of Applied Linguistics. 2005;15:187-212.
37. Loh K.,Richardson S.Foreign-born workers: Trends in fatal occupational injuries, 1996-2001.Monthly Labor Review. 2004;127:42-53.
38. Loosemore M.,Lee P.Communication problems with ethnic minorities in the construction industry.International Journal of Project Management. 2001;20:517-524.
39. Magee J. C.,Galinsky A. D.Social hierarchy: The self-reinforcing nature of power and status.Academy of Management Annals. 2008;2:351-398.
40. McConahay J. B.Prejudice, discrimination and racism. Dovidio J. F.Gaertner S. L., ed. New York: Academic; 1986:91-126.
41. Morrison E. W.Longitudinal study of the effects of information-seeking on newcomer socialization.Journal of Applied Psychology. 1993;78:173-183.
42. Muller D.,Yzerbyt V. Y.,Judd C. M.Adjusting for a mediator in models with two crossed treatment variable.Organizational Research Methods. 2008;11:224-240.
43. National Restaurant Association. (2006). Restaurant industry facts. Retrieved from http://www.restaurant.org/research/ind_glance.cfm.
44. Phinney J. S.Ethnic identity in adolescents and adults: Review of research.Psychological Bulletin. 1990;108:499-514.
45. Restaurant Opportunities Center of New York. The New York City restaurant industry analysis: The quantitative report. New York, NY: Author; 2003:.
46. Roberson L.,Kulik C. T.,Pepper M. B.Designing effective diversity training: Influence of group composition and trainee experience.Journal of Organizational Behavior. 2001;22:871-885.
47. Sanchez G. J.Face the nation: Race, immigration, and the rise of nativism in the late twentieth-century America.International Migration Review. 1997;31:1109-1130.
48. Sanchez J. I.,Brock P.Outcomes of perceived discrimination among Hispanic employees: Is diversity management a luxury or a necessity?.Academy of Management Journal. 1996;39:704-719.
49. ShinH. B.BrunoR. (2003). Language use and English-speaking ability: 2000. Washington, DC: U.S. Census Bureau. Retrieved from http://www.census.gov/prod/2003pubs/c2kbr-29.pdf.
50. Sidanius J.,Pratto F.Social dominance: An intergroup theory of social hierarchy and oppression. New York: Cambridge University Press; 2001:.
51. Stevens J.Applied multivariate statistics for the social sciences. 2009). Applied multivariate statistics for the social sciences (5th ed.). Hillsdale, NJ: Erlbaum.Hillsdale, NJ: Erlbaum; 2009:.
52. Tajfel H.,Turner J. C.Psychology of intergroup relations. 1986). The social identity theory of intergroup behavior. In WorchelS.AustinW. G. (Eds.), Psychology of intergroup relations (2nd ed., pp. 7-24). Chicago, IL: Nelson-Hall.Worchel S.Austin W. G., ed. Chicago, IL: Nelson-Hall; 1986:7-24.
53. Tung R.Managing cross-national and intra-national diversity.Human Resource Management. 1993;4:461-477.
54. Van Lange P. A. M.Does empathy trigger only altruistic motivation? How about selflessness or justice?.Emotion. 2008;8:766-774.
55. Victor D. A.International business communications. New York, NY: Harper Collins; 1992:.
56. Weaver P.,Wilborn L.,McCleary K.,Lekagul A.Diversity training management initiatives in the lodging industry: An exploratory analysis of underlying dimensions.Journal of Hospitality & Tourism Research. 2003;27:237-253.
57. Welch T.,Tanke M.,Glover G.Multicultural human resource management.Hospitality Research Journal. 1988;12:337-345.
58. Wilborn L.,Weaver P.Diversity management training initiatives: A profile of current practices within the lodging industry.Journal of Human Resources in Hospitality & Tourism. 2002;1:79-96.
59. Young C. Organizational socialization: Messages, meanings, and making sense. Managing employee attitudes and behaviors in the tourism and hospitality industry. Kushluvan S., ed. New York, NY: Nova Science; 2003:289-308.